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    Happy Employees Make Happy Customers: How Build Great Employee Engagement to Create a Great Customer Experience
    Happy Employees Make Happy Customers: How Build Great Employee Engagement to Create a Great Customer Experience
    Happy Employees Make Happy Customers: How Build Great Employee Engagement to Create a Great Customer Experience
    Ebook140 pages3 hours

    Happy Employees Make Happy Customers: How Build Great Employee Engagement to Create a Great Customer Experience

    By Colin Shaw

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    About this ebook

    Happy Employees Make Happy Customers: How to build great employee engagement to create a great customer experience

    By Colin Shaw

    Colin Shaw's new eBook, Happy Employees Make Happy Customers, explores the relationship between your employee engagement and your customer experience.

    Shaw is the founder and CEO of Beyond Philosophy, one of the world's first organizations devoted to customer experience. He explains how organizations should have combined and complementary customer and employee experience improvement programs.
    Employee engagement occurs when people feel committed to the company's mission. Like the most successful customer experience programs, the employees have an emotional connection to the company and enjoy personal satisfaction from their actions on the organization's behalf.

    Many companies understand having an excellent customer experience is the next competitive differentiator for organizations. Fewer of them, however, understand the importance of creating an employee experience that mirrors the customer experience.

    Happy Employees Make Happy Customers describes what it takes to evoke the proper emotions from employees so they can deliver outstanding customer experience. He discusses why the employee experience matters, how to hire the right employees and what to look for in the people you bring on board. He reviews the significance of training and maintaining the employee experience. He also covers the employee's responsibility in the relationship and how leadership can foster the proper environment for success. Finally, he shares examples of companies that promote an environment conducive to employee engagement and retention—and those who don't.

    Shaw illustrates his ideas with examples from headlines and stories from his career to give these concepts life. With his natural storytelling style and focus on practicality, Happy Employees Make Happy Customers helps organizations take their employee experience to the next level and elevate the
    LanguageEnglish
    PublisherBookBaby
    Release dateMay 1, 2019
    ISBN9781543970463
    Happy Employees Make Happy Customers: How Build Great Employee Engagement to Create a Great Customer Experience
    Author

    Colin Shaw

    Colin Shaw is an emerging leader with cross-sector experience in international banking, the voluntary sector, international sport (where he has represented Great Britain) and management consultancy.

    Read more from Colin Shaw

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      Book preview

      Happy Employees Make Happy Customers - Colin Shaw

      Text Copyright 2019 Colin Shaw

      All Rights Reserved

      Copyright 2019 by Colin Shaw. All rights reserved. Published in the United States of America. Except as permitted under the United States Copyright Act of 1976, no part of this publication may be reproduced or distributed in any form or by any means or stored in a database or retrieval system, without the prior written permission of the publisher.

      ISBN: 978-1-54397-046-3

      Dedication

      This book is dedicated to my family; my wonderful wife, Lorraine, and my kids, Coralie, Ben, and Abbie.

      I also dedicate this book to my team, who work tirelessly to keep our training and consultations relevant and meaningful. Furthermore, I dedicate this book to our clients, who honor us with their trust and loyalty. We will never stop working to keep it.

      Finally, this book is dedicated to my followers and readers. Without you, writing wouldn’t be nearly as much fun as it is. Thank you for sharing your thoughts and ideas, and providing insight I might not have considered otherwise.

      About Beyond Philosophy

      Beyond Philosophy LLC was founded by Colin Shaw in 2002. We provide consultancy, training, and specialized research. Beyond Philosophy helps organizations:

      Assess their current Customer Experience (CX)

      Understand what drives and destroys value

      Define strategy

      Put in place a road map to improve Customer Experience

      Design an emotionally engaging Customer Experience

      We view CX in four parts: the rational, the emotional, the subconscious, and the psychological.

      We’re very proud of how we work with our clients.

      We are practical thought leaders. We take a scientific approach. We don’t just look at the rational experience, but also what drives human behavior—emotions, subconscious, behavioral economics, and psychology—and then mix this with a practical implementation. Thought leadership with real-world results. Hence our name Beyond Philosophy.

      Our experience is extensive. We are the first operational CX consultancy and training company in the world. Since 2002, we’ve had the pleasure of serving many of the top organizations across the globe.

      We act as your guide and partner. We’ll help you develop strategy, guide initiatives, and even train your CX team on our tools and methodologies. We do not wish to embed or camp out in your organization.

      We focus on what will drive value for you. We don’t believe in exceeding customer expectations at every point of contact. We do believe in identifying and focusing on those aspects of your experience that will drive the most value for you. To help achieve this, we have the world’s largest database of customer emotion drivers.

      We reduce risk and increase performance. We have a variety of proven tools and techniques to apply to your unique situation. We build a program around what will get you the best results. Through our vast experience, we know what works and what doesn’t.

      Publishing

      Beyond Philosophy LLC and its leadership have written and published six internationally bestselling books.

      Building Great Customer Experiences, by Colin Shaw and John Ivens (ISBN-10: 1403939497; ISBN-13: 978-1403939494)

      Revolutionize Your Customer Experience, by Colin Shaw (ISBN-10: 140393603X; ISBN-13: 978-1403936035)

      The DNA of Customer Experience: How Emotions Drive Value, by Colin Shaw (ISBN-10: 0230500005; ISBN-13: 978-0230500006)

      Customer Experience: Future Trends and Insights, by Colin Shaw, Qaalfa Dibeehi, and Steven Walden (ISBN-10: 0230247814; ISBN-13: 978-0230247819)

      Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices That Ensure Success, by Colin Shaw (ISBN-9781495136931)

      The Intuitive Customer: 7 Imperatives for Moving Your Customer Experience to the Next Level, by Colin Shaw and Ryan Hamilton (ISBN: 978-1-137-53428-6)

      These books are available through the company’s website and through most major booksellers.

      Corporate Address

      Beyond Philosophy LLC

      Global Headquarters

      677 N Washington Boulevard

      Sarasota, Florida, 34236

      www.BeyondPhilosophy.com

      USA Office: +1 941 952 5816

      London Office: + 44 (0) 207 993-8459

      Praise for Beyond Philosophy

      Colin is a true expert in the field of customer experience management. His client-side experience combined with his thought leadership in the area of measurement of emotions lend him and his firm very unique capabilities. He is also one of the best public speakers I know!

      Stephan Sigaud, President, Harris Interactive Loyalty, Harris Interactive

      Colin spoke at our Net Promoter conference in London and San Diego and consistently delivered the highest Net Promoter scores. His speech was engaging, humorous, and inspired our attendees to think about the emotional and behavioral side of their customer experience. I would highly recommend Colin as a keynote speaker and you can expect to see him back on our stage in the future!

      Deb Eastman, Chief Customer Officer, Satmetrix

      Inspirational, challenging, out of the box thinking, Colin’s company provides new insights into understanding and working effectively with customers.

      Chris Jephson, Director, A P Moller Maersk

      Colin is an excellent speaker and a great author, always providing real life examples. Working with his colleagues at Beyond Philosophy, they have been able to establish a framework with good analytical foundations into providing superb insight to the emotions of customers. As customer experience becomes more important to the future of business profitability through greater customer loyalty, if you ignore to use the knowledge that he wishes to pass on to you then you are in the wrong job!

      Paul Hopkins, Group Director of Customer Experience, Thomas Cook

      Colin and his team at Beyond Philosophy are true thought leaders and innovators in the customer experience space. True to their name, his organization pushes thinking beyond the academic into practical. His experience allows him to foresee barriers and propose realistic solutions to drive organizational transformation. He is equally comfortable and effective in understanding and influencing the C-suite and as he is with front-line employees. If you want to understand how to improve the experience your organization is delivering to your customers, you’ll want to talk with Colin.

      John Lanphear, Experienced Customer Strategy Leader, Merck

      Colin and the team at Beyond Philosophy are truly thought leaders in the field of customer experience. Their approach to solving one of the most significant challenges in business is transformational and relevant across multiple industry sectors. The team is knowledgeable, professional and insightful before during and after our engagement. I attribute a lot of my views on the next generation of customer experience analysis and excellence to Beyond Philosophy.

      Loren Barton, Global Innovation, Barclaycard

      About Colin Shaw

      Colin is recognized, by others, as a thought leader in customer experience and has written six best-selling books on the subject. LinkedIn recognized Colin as one of the World’s Top 150 Business Influencers. He now has over 275,000 followers. Brand Quarterly readers voted him one of the Top 50 Marketing Thought Leaders Over 50 for two years in a row.

      As Founder and CEO of Beyond Philosophy, Colin leads one of the world’s leading customer experience consultancies. In fact Beyond Philosophy have also been recognized by the Financial Times as being one of the best management consultancies in the UK in 2019.

      Headquartered in Sarasota, Florida, Beyond Philosophy specializes in creating deliberate, emotionally engaging customer experiences that drive value, reduce costs, and build organizations’ competitive advantage. Previously, Colin held senior executive positions at Xerox and Mars. He was Senior Vice President of Customer Experience at British Telecom (BT) where he led a team of 3,500 employees worldwide.

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